Information Technology Support Technician

Friendship Village of Dublin; Dublin (OH); On-site; USD 38,000 - 54,000; Full time

Job summary

Friendship Village of Dublin is seeking an IT Support Technician to be the first point of contact for residents and staff, delivering prompt, friendly, and effective tech support across networking, devices, and software.

The role covers setup and troubleshooting for Wi‑Fi, TV, phones, and end-user devices, with on-site support and occasional after-hours on-call. A Bachelor’s degree in IT or related field or equivalent experience is required.

Qualifications

• Degree in Information Technology or equivalent with some experience in technical problem solving.

Responsibilities

• Provide first-tier IT support to residents and staff, delivering prompt and accurate solutions with strong customer service.

Skills

Windows OS

Office 365

Active Directory

Troubleshooting

Customer service

Communication

Education

Bachelor’s degree in Information Technology or related

1-3 years in a Technical Support Role

Tools

Help Desk software

PC/printer setup

Job description

Job Category: IT

Requisition Number: INFOR001727

• Posted : October 29, 2026
• Full-Time
• On-site

Locations

Showing 1 location

Dublin, OH 43017, USA

Description

Join a team dedicated to making a real difference in the lives of our community. Our Mission at Friendship Village of Dublin is “To care for, engage, and inspire our community to reimagine and maximize quality of life at every age”.

At Friendship Village our Values Drive us to RISE to any Occasion

Values:
Respect
Integrity and Innovation
Stewardship
Excellence

We are seeking a Information Technology Support Technician to contribute to our mission by:
The Information Technology (IT) Support Technician is responsible for being the first-tier support for both residents and staff, providing prompt and accurate solutions, while demonstrating exemplary hospitality and customer service.

RESPONSIBILITIES:

• Providessupport for Resident Technology services:
• Wi-Fi Internet: Connectingdevicesincluding laptops, desktops, printers, tablets, phones, and Alex/Google devices,troubleshootingconnectivityissues, and reporting issues to ourWi-Fiservice provider andfollowing-upon resolution
• TV Service:TV setup (scanning channels), DVR setup, troubleshooting service issues,reporting issues to our TV service provider andfollowing-upon resolution
• Telephone Service: Telephone setup, Voicemail setup, troubleshooting service issues, reporting issues to our Telephone service provider andfollowing-upon resolution
• Resident Move-In:Allthe above, plus electronic device setup (smart devices,radios, stereo systems,DVD, etc.).
• Providessoftware/hardware desk-side support and troubleshooting to allFVDAssociates;and FVD Residents for anadditionalfee.
• Gains understanding ofthe user problem and ownsthe problem through resolution.
• Focusesontimelydelivery and effectivefollow-throughof issueresolutions.
• Communicatewith end users to set expectations of resolution times for more complex issues.
• Manageswork orderrequests:
• Meetsservice levels of quality and responsiveness:
• Minimum30 ticketresolutionsaweek,or100%weeklycompletion
• Satisfaction goal of 90%
• Three Day Businessresponsetime (resolution time dependent on issueSLA)
• Creates,updatesand closestickets inincidentmanagement system.
• Managesthe support appointment schedule/calendar.
• Demonstrates ability to independentlytroubleshoot and diagnose telephone,Internet,Wi-Fi,network, and television issues-oftenin conjunctionwithour vendors(asbothLevel 1 and Level 2 support).
• Performsonboarding tasks for Residents and Staff.
• Prepareslaptops, desktops, and tabletsfor deployment.
• Becomesandremainsknowledgeable in the end user technology.
• Providesremote user access support.
• Deliverstraining for end users as part of problem resolution.
• ProvidesAV and Video Conference support.
• Performsprojectduties asassigned by the IT Manager.

Qualifications:

• Degreein Information Technology, or high school degree or GED with a minimum of one to two years of experience resolving technical problems.
• Strong knowledge of Windows Operating Systems (Windows 10), Microsoft Office 365, ActiveDirectoryand Internet Explorer.
• Experience in teaching basic computer and Microsoft Office skills preferred.
• Knowledge of Microsoft Active Directory
• Experience installing/configuring PC’s, printers, and peripheral devices
• Self-starter mentality willing to make constant improvements in the technical support process
• Takes pride and ownership of the support role
• Excellentcustomer service and communication skills
• Able toassistothers with varying levels of technical ability
• Office 365 Knowledge
• Home Electronics Knowledge:Cable Internet, CableTV,Smart TVs,Home Theater, Telephones,Smart Devices,etc.
• A+ certification and Help Desk experience preferred.
• Knowledge of customer service principles and practices.
• Skill in problem-solving and issue resolution.
• Ability to communicate effectively with both technical and non-technical personnel using the English language.
• Ability to assess resident and staffcomplaints andresolve disputes in a friendly professional manner.
• Ability to work independently and in a team environment.
• Ability todemonstrateproactive thinking, that provides prompt,accurate, and customer focused solutions.
• Ability to handle multiple tasks simultaneously.
• Regular and predictable attendance is essential for this position.
• Occasional after hours on-call support with some local travel.
• Bachelor’s degree inInformationTechnology, Information Sciences, or related discipline- or equivalent skills and experience
• 1-3yearsin a Technical Support Role
• IT TicketManagement

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.